Enabling the supervisors to coach their team to serve customers

Client

A Major Regional Telecom Operator

Project Description

We designed and implemented a specialized program called Coach to Serve. This program was aimed at enhancing the performance of customer service staff at Telecom operator customer service outlets across the UAE. It focused on equipping supervisors to observe customer interactions and deliver prompt, effective feedback to their teams. Coach to Serve utilized the flash coaching technique, emphasizing quick, impactful, objective, and relevant feedback, with clear action steps and improvement agreements. The workshop provided techniques for identifying and addressing both desirable and undesirable behaviors as they occurred.

Geographical
Coverage

Centers across the UAE

Employees
Impacted

221 Service Supervisors and Managers

Situation

Customer Service Supervisors on the shop floor are unable to give effective and timely feedback to the staff due to lack of skill and technique.
Feedback was confined to the yearly appraisal by when the context was long forgotten. Coaching was a one to two-hour long face to face discussion due to which timely feedback was never given.
Building the skills of the supervisors to coach their staff on the shop floor was identified as a key success factor to enhance the customer service levels of the organization.